Compliance Manager

Compliance Manager – Restoration & Insurance Programs Paul Davis Restoration is seeking a highly organized, strategic, and results-driven Compliance Manager to oversee compliance and performance across our insurance carrier, Third-Party Administrator (TPA), and managed repair programs. This is not simply an administrative compliance position. The Compliance Manager serves as a key operational resource responsible for ensuring our teams consistently meet carrier requirements, service-level agreements (SLAs), documentation standards, performance expectations, and internal procedures. The ideal candidate can analyze performance, identify problems before they become larger issues, hold teams accountable to established requirements, and develop processes that make compliance part of daily operations. Position Overview The Compliance Manager is responsible for strategically managing compliance across all assigned carrier and TPA programs from assignment through completion. This position works closely with Project Managers, Estimators, Coordinators, Emergency Services, Reconstruction, Accounting, and Leadership to ensure jobs are progressing according to carrier requirements and that performance issues are identified and corrected quickly. The Compliance Manager must be comfortable enforcing standards, communicating expectations across departments, analyzing data, developing processes, and escalating concerns when deadlines or program requirements are at risk. A major objective of this role is to protect and strengthen carrier and TPA relationships by maintaining strong operational performance and ensuring the organization remains compliant and competitive within managed repair programs. Key Responsibilities Carrier & TPA Compliance Management * Maintain a thorough understanding of requirements for all assigned insurance carrier and TPA programs. * Monitor and enforce carrier-specific SLAs, guidelines, documentation requirements, communication requirements, estimating standards, and program procedures. * Ensure required milestones are completed within established carrier timelines, including customer contact, inspections, estimate submissions, revisions, approvals, job updates, documentation, and completion requirements. * Review carrier and TPA portals regularly to identify overdue assignments, missing documentation, approaching deadlines, or other compliance concerns. * Maintain current carrier guidelines and communicate program changes to affected departments. * Ensure required job documentation and status updates are accurately maintained within company and carrier systems. Strategic Performance Management * Monitor carrier and TPA scorecards and identify trends affecting company performance. * Track key performance indicators such as: * Cycle time * Estimate accuracy * Customer satisfaction/NPS * Response and inspection times * Estimate submission timelines * Revision turnaround * Documentation compliance * Conversion rates * Program-specific performance metrics * Identify recurring performance gaps and determine root causes. * Develop corrective action plans when performance falls below carrier or company expectations. * Work proactively with department leadership to prevent compliance issues rather than only correcting them after deadlines have been missed. * Evaluate processes and recommend improvements that increase efficiency, accountability, and carrier performance. Operational Accountability * Establish clear expectations for Project Managers, Estimators, Coordinators, and other team members regarding carrier requirements. * Monitor assignments for approaching or missed deadlines and communicate required actions to the responsible team member. * Develop exception-based reporting that clearly identifies jobs requiring immediate attention. * Establish escalation procedures for repeated or significant compliance concerns. * Follow up on outstanding items until resolution. * Partner with department managers to address recurring performance or accountability issues. * Maintain consistent enforcement of established standards across departments and offices. Training & Process Development * Develop and maintain Standard Operating Procedures (SOPs), workflows, checklists, and reference materials for carrier and TPA programs. * Train new and existing employees on carrier requirements, program guidelines, documentation expectations, and internal processes. * Coordinate additional training when audits or performance trends identify areas requiring improvement. * Communicate carrier guideline changes and ensure affected employees understand new expectations. * Develop systems and processes that make compliance requirements easy for employees to understand and follow. Quality Assurance & Auditing * Conduct routine audits of active and completed jobs for carrier and internal compliance. * Verify required documentation, notes, photographs, estimates, approvals, customer communications, and completion documents are properly maintained. * Identify documentation or process deficiencies before they negatively impact carrier scorecards or payment. * Assist leadership with corrective actions resulting from carrier audits, complaints, escalations, or performance reviews. Reporting & Leadership Communication * Prepare clear compliance and performance reports for leadership. * Provide visibility into: * Current carrier performance * Jobs at risk * Missed SLAs * Upcoming deadlines * Scorecard trends * Recurring compliance issues * Corrective actions * Participate in operational and leadership meetings to communicate performance concerns and recommended solutions. * Escalate significant risks that could impact carrier relationships, assignment volume, revenue, or program participation. What Success Looks Like A successful Compliance Manager does more than identify what went wrong. They create systems that help prevent problems from occurring. Success in this position means: * Carrier requirements are clearly understood and consistently followed. * Deadlines and SLAs are actively managed. * Leadership has visibility into performance risks before they become major issues. * Employees understand what is expected of them. * Compliance problems are addressed quickly and consistently. * Scorecard performance improves through measurable corrective actions. * Carrier relationships are protected through strong operational execution. * Processes become more standardized, measurable, and efficient. Qualifications Preferred Experience: * Experience in property restoration, insurance claims, construction, managed repair, or a related industry. * Experience working with insurance carriers, TPAs, or managed repair programs strongly preferred. * Experience with compliance, operations, quality assurance, project coordination, or performance management. * Familiarity with restoration and insurance platforms such as XactAnalysis, Xactimate, RMS/job management systems, Contractor Connection, Alacrity, or similar platforms is a plus. Skills: * Strong analytical and problem-solving abilities. * Ability to interpret carrier guidelines and convert them into practical operational processes. * Strong organizational and time-management skills. * Ability to manage multiple programs, deadlines, and priorities simultaneously. * Strong written and verbal communication skills. * Comfortable holding employees accountable to established standards. * Ability to communicate professionally with employees at all levels of the organization. * Strong attention to detail without losing sight of overall operational performance. * Ability to identify trends and develop corrective action plans. * Strong Excel, reporting, and data-analysis skills. * Ability to independently develop processes, reports, SOPs, and training materials. * Comfortable working in a fast-paced environment where priorities may change quickly. Ideal Candidate We are looking for someone who is naturally proactive and asks: “What is at risk, why is it happening, and what process can we put in place to prevent it from happening again?” The right candidate will be comfortable balancing compliance enforcement with operational problem-solving. They must be able to work collaboratively with teams while also being willing to address missed expectations and escalate concerns when necessary. This position is ideal for someone who enjoys analyzing operations, creating structure, improving processes, and using data to drive accountability and performance. Why This Role Matters Insurance carrier and TPA relationships are a significant part of our business. Our ability to receive and retain assignments depends heavily on our performance, customer experience, documentation, estimating accuracy, and ability to meet required timelines. The Compliance Manager plays a critical role in protecting those relationships and ensuring our organization demonstrates that we can consistently meet the expectations of our carrier partners while delivering exceptional service to our customers.